Inbound Customer Service Advisor - Working from home
Salary: £18,525 per annum
Start date: 1/11/21
Hours: 37.5 hours, rotating shift pattern Monday to Friday 8am to 7pm and Sat 9am to 1pm (one out of three)
Role and Responsibilities:
An expert in world class customer service as a Health care Associate within the Member Care Teams. Must have a keen focus and desire to support members accessing care and navigating the Vitality Health product. This role will focus on service skills and member journeys. The aim is to provide a professional, efficient, courteous, empathetic and accurate journey for all of our customers. It will be primarily a service role across phones, email, chat and other member facing channels.
Reports to Team Manager
Department service and quality standards must be achieved
Maintain a high level of World Class Service in a fast paced environment. Taking ownership of resolving Customers queries and concerns at first point of contact to prevent escalations and ensure Customer retention
Tailor conversations both verbally and in writing to support members who may require additional support
Any concerns that can't be resolved at first point of contact to be escalated using the correct process to the relevant teams
Collate and review medical information correctly and work with other team members to ensure the right outcome has been delivered and TCF applied
Flexibility to work a variety of hours in line with customer needs and work volumes, achieving set targets for productivity and quality and contributing towards achieving the overall CSD service standards
Responsibility for regularly updating own knowledge on FSA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times and fulfil our regulatory requirements.
Share knowledge with team members in a timely and efficient manner in order to support and develop them.
Undertake administrative tasks as necessary to maintain the smooth running of the department.
Relay customer feedback, process issues and areas for improvement making recommendations where appropriate
Very good opportunity to work from home with lots of benefits. If you have good experience in customer service then - Don't delay, apply immediately!
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As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.